• norsk
    • English
  • English 
    • norsk
    • English
  • Login
View Item 
  •   Home
  • Norges Handelshøyskole
  • Centre for Applied Research at NHH (SNF)
  • Working papers (SNF)
  • View Item
  •   Home
  • Norges Handelshøyskole
  • Centre for Applied Research at NHH (SNF)
  • Working papers (SNF)
  • View Item
JavaScript is disabled for your browser. Some features of this site may not work without it.

Market orientation, customer satisfaction and productivity in the service industry : a data envelopment analysis

Haugland, Sven Arne; Myrtveit, Ingunn; Nygaard, Arne
Working paper
Thumbnail
View/Open
A62_04.pdf (106.2Kb)
URI
http://hdl.handle.net/11250/165860
Date
2004-12
Metadata
Show full item record
Collections
  • Working papers (SNF) [809]
Abstract
A crucial cornerstone in the market orientation literature is the relationship between market orientation and performance. Products and services should be designed, developed and offered to customers based on market knowledge, and human and physical assets should be combined to satisfy customers. However, we still lack knowledge whether the most market-oriented firms are the most productive and profitable, as few empirical studies have used objective performance measures. By applying data envelopment analysis (DEA), we develop a measure of relative productivity, and test the market orientation model with productivity as performance measure. Based on data from the hotel industry, our results indicate that market orientation has only modest effect on productivity. However, DEA-productivity analyses can be used to identify best practice in an industry, and if used properly, it can be a useful instrument in the process of designing products and services and be a valuable input into the market orientation of the firm.
Publisher
SNF
Series
Working paper
2004:62

Contact Us | Send Feedback

Privacy policy
DSpace software copyright © 2002-2019  DuraSpace

Service from  Unit
 

 

Browse

ArchiveCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsDocument TypesJournalsThis CollectionBy Issue DateAuthorsTitlesSubjectsDocument TypesJournals

My Account

Login

Statistics

View Usage Statistics

Contact Us | Send Feedback

Privacy policy
DSpace software copyright © 2002-2019  DuraSpace

Service from  Unit